Riverside Harley Davidson

Initial Business Response / [redacted] (1000, 8, 2015/06/12) */ We have forgiven this customer's debt and will not be proceeding with collection Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom this may concern;
I am a widow of a Vietnam VeteranPreciously he passed away on ***He and I purchased a Harley Davidson on 4-23-This was his dream bike! He had waited his whole life to buy his HarleyHe was in his later years in life, and experiencing some health issuesHowever, he did love his new bike!
Approximately days after purchasing the bike it was delivered to our homeUpon delivery the fuel tank had noticeable damage and was not the condition we expected to receive a brand new bikeConsequently, Harley Davidson had to take the bike back to be fixedFor 2-weeks my husband was without his brand new bikeOnce the bike was returned, my husband discovered the reverse gear was not workingSadly, Harley Davidson had to return again to retrieve the bike to fix yet another problem, the reverse gear
Regrettably my husband really never got a chance to enjoy his bikeIt was glaringly obvious that we could never have caused the damage to this bik

Everyone at this dealership is amazingThey truly treat you like family

Final Consumer Response /* (2000, 6, 2015/05/15) */
We have resolved our issues and there is no need to go furtherI think receiving your letter may have got them movingThank you

Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: *** *** - CEM
Contact Phone: XXXXXXXXXX
Contact Email: ***@riversideharley.com
Thank you for reaching out to us
We align ourselves with Harley-Davidson's mission statement, which is fulfilling dreams
of Personal Freedom
Your feedback allows us to improve the experience for everyone who visits Riverside Harley-Davidson
My name is ***, I am the Customer Experience Manager, I'd like to reach out to you, and discuss your experience with us
*** ***
***@riversideharley.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to contact this *** *** the customer relations manager and have not received a responses,rather then me attempting to contact him I believe he should reach out to me my telephone # is XXX XXX-XXXX
Final Consumer Response /* (4200, 10, 2015/07/07) */
Spoke to *** from Riverside Harley times today the first time he told me he was going to pull the phone records from my conversation with Kevin and then get back to me.Called me at approximately 4:pm the second time saying they can't pull the telephone conversation,how convenient, and that this is simply a he said/he said mix up in other words I would have driven hours spent onother three hours getting grilled on a simple misunderstanding.how stupid do they think I am especially since I faxed the sales deal sheet from the other dealer and Kevin confirmed it
This Riverside Harley dealership has shown that they are dishonest and do not uphold their agreements Managment should be replaced The owners should be made aware of the these unprofessional bait and switch tactics used by their sales force

I've been coming to Riverside HD for yearsPurchased my FLHXS here, my goto spot for PARTS/SERVICE up until nowTook my bike in for 10K service, came back later to pick it upChecked to make sure everything was in order, found on of my saddlebag pin missingAfter searching, found the pin laying inside the saddlebagGood thing I noticed it before hopping on the FWYWhen I got home I noticed my primary leaking oil, not a good thing after spending bills on serviceRode back down, spoke with DMZ in Service Dept, told him what was wrongI was BLOWN away with the the attitude I received from this guyHe's going on and on how his techs are HD certified BLAH BLAH BLAH, Yeah so human error is a reality that you can't explain away with excusesI want my bike back the way it was when I dropped it offInstead of trying to figure out a solution to the problem I get the run around about they can't look at right now and I'd have to come back later to get it checked outRIDICULOUS! Unprofessional, Incompetent and Disrespectful is how I'd describe the service they provided The Service Depthas lost my trust, had they fixed the problem instead of treating their customers like *** It would be a different storyI will no longer support this place, given the manner I was treatedThere's plenty of dealers around town that have high standards with professional staff that will treat customers the way they deserve to be treated, WITH RESPECTOwn up to your mistakes, i'll be taking my business elsewhereI suggest others to steer clear of Riverside Harley

To Whom it may concern, The following is in reply to the complaint form that [redacted] submitted to The [redacted] Id #[redacted]. [redacted] is stating that she had to pay a $5,000.00 fee for us to retrieve the bike from her. The following are the relevant facts regarding...

the motorcycle in question: ·         [redacted] and [redacted] purchased a new 2015 Tri Glide Harley-Davidson on 4/23/2015 o  They made a downpayment of $15,000 and financed the remaining $35,237.55 through Harley-Davidson Financial Services (HDFS) ·         On 10/8/2016 [redacted] contacted us wishing to sell the bike back, as a used bike ·         The amount still outstanding and payable to HDFS on the bike at that time was $29,801.98 o  We Bought the bike back at its then current fair market value of $23,500 ·         [redacted] had remaining negative equity of $6,367.38 due to HDFS ($29,801.98 outstanding loan less our offer of $23,500) ·         [redacted] cancelled all applicable finance products including a maintenance plan (VIP) and   Extended Service Plan (ESP) that was originally purchased with the bike. o  VIP - $2,068.65 net refund o  ESP - $906.20 net refund o  Cancellation refunds were applied to her loan with HDFS to reduce the negative equity ·         [redacted] had a balance left owing of $3,327.13 in negative equity to HDFS after applying the cancellation refunds o  She then paid off her loan by paying off that balance remaining with HDFS on a credit card transaction We explained the entire process and details relating to selling us the bike, and reviewed the balances relating to the transaction at that time. [redacted] was never charged a fee by us for picking up the bike. It may be possible that she may be interpreting the loan payoff to HDFS, the fair market value at the time, and the resulting negative equity she still owed HDFS as a fee. We will attempt to clarify her concern by contacting [redacted] to explain the purchase of the motorcycle by us, once again and how the negative equity worked. At Riverside Harley-Davidson we hold our veterans and service men and women in the highest regard. We honor them through numerous events we hold at our dealership throughout the year. One of those events includes a ride called West Coast Thunder. There are thousands of riders that come out in support of the military. We ride from Riverside Harley-Davidson to the Riverside National Cemetery, with all proceeds from the ride donated by us to the Riverside National Cemetery. Best regards, [redacted] Customer Experience Manager [redacted]

Initial Business Response /* (4000, 10, 2015/06/19) */
Good Afternoon,
In response to your concerns we would like to meet with you in person to come up with a solution for all of the trouble you have gone through. We strive to keep all of our customers happy and in the wind keeping the members of...

our Harley Davidson family close to us is very important to all of us here at Riverside Harley Davidson. Please feel free to contact myself [redacted] w (service manager) or [redacted] ( General Manager) to set a time & date for us to speak with you and get things back on track. We look forward to speaking with you and have a great day.
ph : XXX-XXX-XXXX
email [redacted]@riversideharley.com
Initial Consumer Rebuttal /* (4200, 12, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been 11 days now and they still haven't fixed my issues or even or gaving me deal for my inconvenience. I talked to the GM and the sales person who sold me the bike and it's been nothing but excuses and the run around that he will call me back. I've called almost everyday and nothing has been done!
Final Consumer Response /* (4200, 15, 2015/07/13) */
I did meet with them and the manager had told me that they were going to re-due my load so that my Motorcycle ,Gap insurance and my extended warranty would be done and at a lower APR. After waiting for almost 2 weeks again they told me that they could not do anything for me on what they had promised from above.
After hours on the phone with the manager all he could do for me is add my warranty on a whole other loan. I asked what about my GAP and he told me that he wasn't able to add because he's upper management would not let him add it.
I wasn't happy at all plus he made me put my warranty on a credit card not on a loan. I'm still not happy with Harley Davidson service at all.

Initial Business Response /* (1000, 8, 2015/06/12) */
We have forgiven this customer's debt and will not be proceeding with collection.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)